A place to ask questions, connect with others, and stay in the know
Q: Can we monitor the SLA @120s or 180s in Pulse?It is possible by adding a TimeRange in Reporting StatServer Application Options: Range0-120 = 0-120Then you could use that Time Range in a Queue/RoutingPoint Pulse Template. Service Level Statistics.
Q: Is it possible to differentiate the agent status using filters such as VoiceCall and Email_Media filters to differentiate the agent status between the two channels?That is possible with a predefined Media Type Filter.Q: What is the core difference between Notification Mode types of a statistic and what can be its use cases?The Notification Mode determines when Stat Server sends updated statistical values to PulseHere is the link to the online documentation: https://docs.genesys.com/Documentation/EZP/latest/User/RTRStatProperties
The two Pulse Notification Mode are
Q: What happens if No TimeProfile is specified in a Metric/Statistic?In that case, the Default TimeProfile applies, which is Growing and reset at Midnight.Q: Can Statistics be grouped?It's possible to create a DN-Group object in GAX. For example group of Virtual Queues or Group of RoutingPoints.In Pulse, you can then report on the DN-Group object to get summarized statistics.
Kind regards, Reinhard BeckEducation Consultant, Genesys Beyond
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.